- Managing and prioritizing issues to ensure timely resolution by collaborating effectively with cross-functional teams, including Customer Service, R&D, Quality, and Product Line departments.
- Identifying key field issues and providing valuable feedback to contribute to continuous improvement efforts in product performance and customer satisfaction.
- Offering technical information, expert guidance, and remote assistance to Field Service Engineers (FSEs) for effective machine troubleshooting and issue resolution.
- Serving as 2nd level support for technical and quality issues specific to assigned machine platforms, demonstrating in -depth knowledge and expertise in these areas.
- Utilizing the JIRA service desk system proficiently to efficiently manage issue resolution, meeting or exceeding Service Level Agreement (SLA) requirements.
- Actively participating in structured knowledge transfer sessions and leveraging field issue experiences to continuously enhance problem-solving capabilities and technical expertise.
- Taking ownership and responsibility for at least 1 machine platform, demonstrating proactive management, and serving as a backup for an additional machine platform.
- Collaborating with the Support Center Manager to achieve committed department Key Performance Indicators (KPIs), actively contributing to team success.
- Conducting root cause analysis and collaborating with relevant teams to implement preventive measures, reducing issue recurrence and enhancing overall equipment performance.
- Staying updated with the latest industry trends, technological advancements, and best practices in semiconductor equipment and support to continuously improve service delivery.
Education
- Bachelor's or Master's degree in Electronics, Electrical, or Mechatronics Engineering.
Work experience
- Minimum of 5 years of working experience in a specific machine platform, with good background in Die attach process and application.
- Experience in project management, demonstrating efficient handling of multiple tasks and priorities
Expertise and methodology
- Competency in MS-Office for data analysis, reporting, and presentation.
- Familiarity with the Attlasian JIRA system (is a plus) for effective issue tracking and resolution.
JoannaTham Pooi Kwan EA License No. 02C3423 Personnel Registration No. R195398
